I'd argue this is why the idea of customer support/community management is an entire department on itself. Customers in general, are not forgiving. Knowing how

I'd argue this is why the idea of customer support/community management is an entire department on itself. Customers in general, are not forgiving. Knowing how to deal with them properly takes social savvy, and you have to be aware how emails can turn into a PR blunder. The customer in this case was put in a position that made him feel that he needed to publically shame. A good PR/Customer Support rep would have seen this coming and would have defused the situation earlier.